Terms and conditions

Last updated 28 July 2026.

Who you are contracting with

These terms are between you and Electro Heating Limited, company no. 12609754, registered in England and Wales, trading as Flame Shield London. Flame Shield London is a trading name, not a separate company. Full details are on our company information page.

Consumers and businesses

Some of our customers are businesses, managing agents and landlords acting in the course of a business. Some are individuals acting outside any business, who are consumers in law and have extra protection.

Where a section below applies only to consumers it says so. Nothing in these terms removes or limits any statutory right a consumer has, and if any part of these terms conflicts with a consumer's statutory rights, the statutory right wins.

Enquiries, surveys and quotations

Submitting the booking form or contacting us is a request for us to get in touch. It does not create a contract for work, and it does not oblige either of us to anything.

The survey is free and carries no obligation. After it we give you a written quotation. The quotation sets out what we propose to do and what it costs. A contract comes into existence only when you accept that quotation.

A quotation is based on what was visible and accessible at the survey. If the work uncovers something that could not reasonably have been seen, for example concealed wiring in poor condition or a structure that differs from the drawings, we will stop, tell you, and agree the change with you in writing before continuing. We do not carry out extra chargeable work without your agreement.

We do not publish prices, because an honest price for fire safety work depends on the building. Any figure quoted before a survey would be a guess.

Payment

Payment terms: [TO CONFIRM: standard payment terms, for example the deposit if any, the invoice payment period in days, and the interest or charges applied to late payment. Note that for business customers the Late Payment of Commercial Debts (Interest) Act 1998 applies whether or not it is mentioned here]

Whether prices include VAT: [TO CONFIRM: whether Electro Heating Limited is VAT registered. If it is, every quoted price must state clearly whether VAT is included]

Your right to cancel, if you are a consumer

This section applies only where you are a consumer. It does not apply to business customers.

Where you agree to work away from our premises, or at a distance by phone, email or through this website, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days without giving a reason. For a services contract, that period runs from the day after the contract is made, not from the day the work starts.

To cancel, tell us in a clear statement by email to [email protected], by post to 7A Cecil Road, London N14 5RH, or by phone on 020 3837 0778. You do not have to use a particular form of words. If you cancel in time we refund everything you have paid, within 14 days of being told.

If you want work to start inside the 14 days

Fire safety problems are often urgent, and waiting 14 days is frequently not what a customer wants. We can start earlier, but only if you expressly ask us to, and for work agreed away from our premises that request must be recorded in a durable form, which in practice means in writing on the quotation you accept.

If you make that request and then cancel within the 14 days, you keep the right to cancel, but you pay for what we actually did up to the moment you told us, in proportion to the full price of the contract. You do not pay for anything after that.

If we failed to tell you about your cancellation right, or if we started work without your express request, you pay nothing for what was done.

Once a service has been fully performed within the 14 days at your express request, and you acknowledged that you would lose the right to cancel on completion, the right ends.

Cancellation and rescheduling generally

Outside the consumer cancellation right above, either of us may cancel or move a booked appointment by giving reasonable notice. If we cancel, you pay nothing.

[TO CONFIRM: whether a charge applies for a missed appointment or a cancellation at very short notice by a business customer, and if so how much. Do not publish a figure until it is agreed]

Your statutory rights if you are a consumer

Under the Consumer Rights Act 2015 every contract to supply a service to a consumer includes terms that cannot be excluded:

• we must carry out the service with reasonable care and skill
• where no price has been fixed, you pay a reasonable price and no more
• where no time has been fixed, we must perform within a reasonable time

If we fall short, the Act entitles you to ask us to put it right, and to a price reduction where we cannot or do not do so within a reasonable time and without significant inconvenience to you.

Warranty on our work

Warranty period on installation work: [TO CONFIRM: the warranty period offered on installations, what it covers, and what it excludes. This is separate from, and additional to, consumer statutory rights, which continue regardless]

Equipment we install carries the manufacturer's own warranty. We pass those terms to you and help you use them.

A warranty does not cover damage caused by misuse, unauthorised alteration by others, or failure to have the system maintained as the manufacturer and BS 5839-1 require.

What you need to do

So that we can work safely and properly, you agree to give us safe access to the building at the arranged time, tell us about known hazards such as asbestos or unsafe structures, and tell us who the Responsible Person is where that is not you.

Maintaining a fire alarm system is a shared job. We carry out the periodic servicing. The weekly test of a manual call point and the fire log book remain the duty holder's responsibility, and no maintenance contract transfers that duty. Our guide to servicing intervals explains the split.

Our liability

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited. For consumers, nothing limits statutory rights under the Consumer Rights Act 2015.

Subject to that, and for business customers only, we are not liable for loss of profit, loss of business, loss of contracts or any indirect or consequential loss, and our total liability for any one claim is limited to the price paid for the work that claim relates to.

[TO CONFIRM: whether the liability cap above should instead be tied to the level of public liability and professional indemnity cover held. A solicitor should draft this clause: a cap that is unreasonable is unenforceable under the Unfair Contract Terms Act 1977, and one that is too low may sit below the insurance actually in place]

We are not liable for the condition of a system installed by somebody else before we took it over, except to the extent that we inspected it, reported on it and were engaged to put it right.

Information on this website

We take care to keep this site accurate, including references to BS 5839-1, BS 5266-1, BS 5306 and the Regulatory Reform (Fire Safety) Order 2005. It is general guidance and does not replace a fire risk assessment of your premises or specific advice about your building. Standards and law change. Confirm the current position for your premises before relying on it.

Our guides carry the date they were last verified, so you can see how current they are.

What we do and do not claim

We are BAFE registered under registration number 303184, and an approved installer for Fike and for C-TEC. You can check the BAFE registration against the public register.

We do not offer 24 hour emergency callout. Our phone is answered during opening hours, Monday to Friday 9am to 7pm and Saturday 10am to 3pm, and we say so rather than advertise cover we cannot staff.

Complaints

If something goes wrong, tell us and we will try to put it right. Our complaints procedure sets out how, and what happens if we cannot agree.

Other terms

If any part of these terms is found to be unenforceable, the rest continues to apply. A delay in enforcing a term is not a waiver of it. Nobody other than you and us has any right to enforce these terms.

We may update these terms. The version that applies to your job is the one in force when you accepted the quotation.

Governing law

These terms and any contract made under them are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living elsewhere in the United Kingdom, you keep the benefit of any mandatory protection of the law where you live, and may bring proceedings in your local courts.

Contact

Questions about these terms: [email protected] or 020 3837 0778.